Technical Support Engineer – Salesforce

DocuSign

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
What you’ll do

The Technical Support Engineer is the strategic customer advisor and the internal voice for our customer base within the highest technical areas of the Docusign Agreement Cloud. The Technical Support Engineer will have the accountability and responsibility to deliver on our customers’ needs. This role is the technical subject matter expert between customers and all functions within Docusign to resolve technical support inquiries. Working with resources across Docusign, the Technical Support Engineer expedites the resolution of complex technical issues to empower customers to achieve the highest value and adoption of our software.

This position is an individual contributor role reporting to a Technical Support Manager.

Responsibility

  • Provide outstanding technical support for the Docusign Agreement Cloud (DAC) and associated services
  • Manage and resolve escalated cases of incoming support channels to troubleshoot issues customers face when using Docusign products
  • Own customer issues to engineering interface to resolve technical bugs and influence development roadmap
  • Use broad technical product expertise within DAC areas to help customers increase adoption
  • Meet and exceed Docusign Customer Support service level goals for areas of DAC expertise
  • Utilize support tools and resources necessary to get the job done, including telephone, Salesforce, Jira, Docusign proprietary logging systems, SharePoint, browser developer tools, internal admin console, SQL, and text analysis tooling
  • Proactively recognise improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
  • Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs
  • Partner with non-delivery teams to identify needs and develop product training
  • Collaborate and communicate with cross-functional teams including Product, Engineering, and Account Management to ensure alignment on plans

Job Designation

Remote: Employee is not required to be in or near an office frequentlyand works from a designated remote work location for the majority of thetime.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position’s job designation depending on business needs and as permitted by local law.


What you bring

Basic 

  • Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline
  • 2-3+ years of SaaS network troubleshooting experience in a Technical Support or similar capacity
  • Basic understanding of modern markup and programming languages such as XML, C#, Python, PHP, JavaScript / jQuery, or similar
  • Experience troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, and CSS
  • Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
  • Self-motivated, goal-oriented, excellent organizational skills, and exceptional time management skills
  • Tech-savvy, motivated to learn new technologies and implement knowledge into day-to-day
    work
  • Effective communication and interpersonal skills which are a key component of this role, with audiences inclusive of customers, peers, and occasional executive presence

Preferred 

  • Salesforce knowledge and certifications
  • Ability to potentially participate on-call on some evenings and weekends
  • Docusign organization administration work experience. Expertise with Docusign Contract Lifecycle Management workflows and architecture
  • Master of Science degree in a Computer Science, Engineering, or related technical field
  • Subject Matter Expert for multiple disciplines across Docusign technologies
  • Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
  • Experience troubleshooting embedded signing and sending, as well as Docusign On-demand Signature Service and Docusign Central data replication scenarios
  • Experience as a Support Expert specializing in Docusign technologies
  • Multi-lingual in Docusign-supported languages
  • Professional experience within relevant industries for which Docusign provides solutions
  • Mastery of troubleshooting regular expressions, debugging code and/or complex data validation rules
  • Implementation of Risk Management Framework (RMF) workflow and its components
  • Expert knowledge of Cloud Security architectures and infrastructure
  • Domain expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and OAuth
  • Excellent independent work and problem-solving approach in a constantly evolving and frequently ambiguous environment

Life at Docusign

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.

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